Desktop Support Technician

We need an Onsite Support Engineer I (L1) to provide first-line technical support for end users, workplace technology, infrastructure, and endpoint devices at client locations. The Engineer will be responsible for incident resolution, service request fulfilment, workstation deployment, troubleshooting hardware and software issues, and maintaining a high level of customer satisfaction.

This role serves as the primary onsite technical resource supporting users and works closely with Level 2 and Level 3 support teams to resolve complex technical issues.

Key Responsibilities

End User Support

· Provide onsite deskside support for desktops, laptops, mobile devices, printers, and peripherals.

· Diagnose and resolve hardware, software, operating system, and network connectivity issues.

· Support Microsoft Windows environments and standard business applications.

· Assist users with Microsoft 365 applications including Outlook, Teams, Word, Excel, and PowerPoint.

· Configure and support conferencing technologies and meeting room equipment.

· Incident and Request Management

· Manage incidents and service requests through the IT Service Management (ITSM) platform.

· Prioritize tickets according to SLA requirements.

· Document troubleshooting steps, resolutions, and technical findings.

· Escalate unresolved issues to Level 2 or specialized support teams.

· Device Deployment and Asset Management

· Provision, image, configure, deploy, and replace end-user devices.

· Perform workstation setup, moves, adds, and changes.

· Maintain hardware inventory and asset records.

· Coordinate warranty repairs and vendor support activities.

· Infrastructure Support

· Perform basic troubleshooting of network connectivity, wireless access, VPN access, printers, AV equipment, and server room equipment, as required.

· Support local site infrastructure under direction from engineering teams.

· Customer Service

· Deliver exceptional customer support and maintain strong client relationships.

· Communicate clearly with technical and non-technical users.

· Provide timely status updates and follow-up communications.

· Promote a positive end-user experience.

· Operational Excellence

· Follow established ITIL processes and service management procedures.

· Participate in root-cause analysis for recurring issues.

· Assist with technology refresh projects and site initiatives.

· Support compliance, security, and operational standards.

· 1-3 years of IT support, help desk, field support, or desktop support experience.

· Experience supporting Windows 10/11, Microsoft 365, Active Directory, hardware troubleshooting, printers, and peripherals.

· Familiarity with ticketing systems such as ServiceNow, Remedy, or equivalent.

· Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and VPN.

Preferred Qualifications

· CompTIA A+ or Network+ certification.

· Microsoft Modern Desktop Administrator certification.

· ITIL Foundation certification.

· Experience supporting enterprise environments with 500+ users.

· Experience with Intune, SCCM/MECM, or endpoint management platforms.

Technical Skills Category Skills / Technologies

· Operating Systems

· Windows 10/11; macOS preferred

· Productivity Platforms

· Microsoft 365, Teams, SharePoint, OneDrive

· Endpoint Management

· Microsoft Intune, SCCM/MECM, Autopilot

· ITSM Tools

· ServiceNow, Remedy, Jira Service Management

· Networking

· TCP/IP, DNS, DHCP, VPN, wireless troubleshooting

Core Competencies

· Strong customer service orientation.

· Excellent verbal and written communication skills.

· Analytical and structured troubleshooting mindset.

· Ability to work independently onsite.

· Strong organizational and time-management skills.

· Ability to prioritize multiple tasks in a fast-paced environment.

Physical and Work Requirements

· Ability to move between user workstations and office’s locations.

· Ability to work onsite five days per week., Candidates must carry Professional Liability and General Liability Insurance, as is customary for independent contractors working on a 1099 basis. This insurance is generally affordable and easy to obtain.

Travel Requirements: Up to 30 miles / day. Reimbursement for mileage exceeding 30 miles / day. The candidate needs to have their own car and a valid driver’s license. Tolls, parking are reimbursable with paid receipt.